Quality Assistant Manager

Job title: Quality Assistant Manager - Healthcare BPO

Location: Onsite at Cebu IT Park

Work Timing: Shifting

Salary: 60,000 – 70,000 basic / 2,000 allowance

Target start date: Immediately/Asap

Roles and Responsibilities:

I. Team Leadership & Development (30%):

1. Team Management: Lead, mentor, and develop a high-performing team of Quality Analysts and Trainers. This includes hiring, onboarding, performance management, coaching, and career development.

2. Goal Setting & Coaching: Set clear performance expectations and provide ongoing coaching, feedback, and development opportunities for team members.

3. Workforce Planning: Forecast staffing needs for the Quality and Training team and ensure appropriate resource allocation to meet business demands.

4. Team Engagement: Foster a positive, collaborative, and results-oriented team environment.

II. Quality Assurance Oversight (35%):

5. Framework & Standards: Establish and maintain comprehensive quality assurance frameworks, evaluation standards, and scoring methodologies that are consistent and scalable across different client programs and industries.

6. Reporting & Insights: Oversee the generation, analysis, and interpretation of quality performance reports, providing executive summaries and actionable insights to senior leadership.

7. Calibration & Consistency: Drive calibration efforts across the quality team and with operations leadership to ensure consistency in evaluation criteria and feedback delivery.

8. Compliance and Risk Mitigation: Ensure all quality processes adhere to relevant industry regulations (e.g., GDPR, HIPAA, PCI-DSS as applicable per industry) and internal compliance standards, proactively identifying and mitigating potential risks.

9. Root Cause Analysis & Resolution: Lead complex root cause analyses for significant quality deviations, implementing robust corrective and preventive actions.

III. Training and Development Oversight (35%):

10. Curriculum Development: Oversee the design, development, and continuous improvement of all training curricula and materials, ensuring they are engaging, effective, and aligned with business needs.

11. Delivery Excellence: Ensure the consistent and high-quality delivery of all training programs, adapting methodologies to optimize learning outcomes.

12. Effectiveness Measurement: Establish robust metrics and processes to measure the effectiveness and ROI of training programs, using insights to drive continuous improvement.

13. Learning Technology: Champion the effective utilization of Learning Management Systems (LMS) and other learning technologies to enhance scalability and engagement.

14. Knowledge Management Strategy: Develop and manage a comprehensive knowledge management strategy to ensure agents have access to up-to-date and accurate information.

Educational/Professional Qualifications:

● Bachelor's degree in any four-year course is required

● Minimum of 5-7 years of progressive experience in a contact center environment.

● Must have an experience in Healthcare Industry for at least 12 months

● At least 3-4 years of experience in a leadership role overseeing Quality Assurance and/or Training functions within a contact center.

● Demonstrated experience leading and managing a team of direct reports.

● Proven track record of designing, implementing, and managing successful quality

and training programs.

● Experience with various contact center technologies (CRM, ACD, WFM, Quality

Monitoring, LMS).

● Willing to work on-site in Cebu IT Park

● Should not be currently or formerly employed with Firstsource

● No active application with the client

Required Skills:

1. Strategic Thinking: Ability to develop and execute long-term strategies that align with business objectives.

2. Exceptional Leadership: Proven ability to lead, motivate, and develop a diverse team.

3. Advanced Analytical Skills: Expert-level ability to interpret complex data, identify trends, and derive actionable insights.

4. Superior Communication: Outstanding verbal, written, and presentation skills, with the ability to influence and communicate effectively at all levels of the organization.

5. Problem-Solving: Strong critical thinking and complex problem-solving abilities.

6. Change Management: Experience leading and managing organizational change initiatives.

7. Project Management: Strong organizational and project management skills, with the ability to manage multiple priorities simultaneously.

8. Adaptability & Resilience: Ability to thrive in a fast-paced, high-pressure environment and lead through ambiguity.

9. Technology Savvy: Proficient in Microsoft Office Suite (advanced Excel and PowerPoint) and adept at leveraging various software and platforms.

10. Customer-Centric Advocate: A passionate advocate for customer experience, driving quality and training initiatives that directly impact customer satisfaction.

Competencies that will be Assessed:

1. Quality Tools/Technical Skills

2. Training Needs Analysis

3. Problem Solving and Systems Thinking

4. Leadership Abilities